Customer Operations Manager

Hydro One Networks Inc • To Be Determined, ON

8d • CA$116,450 - CA$150,700 • Hybrid

About The Position

Hydro One is the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. With a history spanning over 110 years, the company has evolved to meet the changing needs of its customers and communities. Hydro One is focused on providing exceptional customer service and building safe communities. This is an exciting time to join the team at Hydro One. The role is temporary for 12 months and has a hiring salary range of $116,450.00 - $150,700.00 per year. Possible locations include Fenelon Falls, Bowmanville, Newmarket, or Peterborough.

Requirements

• Knowledge of customer service and distribution functions to supply electrical power and service to customers.
• Knowledge of customer operations to lead a staff of mixed trades.
• Knowledge of project management and human relations for effective negotiation with customers and the public.
• Knowledge of computer applications related to distribution network systems.
• Good knowledge of English for effective communication.
• Electrical utility experience, preferably in Operations.
• Extensive experience in customer service and distribution.
• Understanding of Corporate Safety Rules, Occupational Health and Safety Act, legislative requirements, Work Protection Code, and environmental issues.
• Experience in handling complaints and dealing with retail customers, mid-sized customers, generators, LDCs, and Municipalities.
• Experience in the supervision of trades and technical staff.
• Experience in promoting and developing a teamwork environment with staff and peers.
• Experience in carrying out administrative responsibilities for monitoring, coordinating, and controlling the work activities of a large staff.

Nice To Haves

• Experience in developing a teamwork environment amongst subordinates.

Responsibilities

• Responsible for the provision of a wide range of customer electrical services such as connections, upgrades, and emergency repairs.
• Manage and supervise staff, organize schedules, and assign duties to clerical, technical, trades, and Society staff, ensuring work quality, accuracy, and compliance with regulations.
• Make recommendations regarding staff changes or promotions and maintain discipline, providing advice on staff problems.
• Develop teamwork with peers and foster a teamwork environment among subordinates.
• Ensure sound environmental practices and compliance with legislation.
• Administer the general operations of assigned Operations Centres, ensuring adequate security, fire, and safety measures.
• Ensure personnel receive adequate training, manage fluctuating workloads, and maintain operating efficiency.
• Participate in local and province-wide meetings to contribute to policy formulation affecting Provincial Lines and Zone operations.
• Direct the disposal of obsolete equipment, perform work standard studies, and prepare reports.
• Authorize expense reports and other personnel forms as delegated.
• Ensure adequate training for subordinates and administer pay and personnel matters.
• Supervise the technical activities of Operations Centres.
• Plan and direct preventive and other necessary maintenance for rural lines, associated equipment, street lighting systems, rights-of-way, buildings, and grounds.
• Supervise work performed on lines above rural line voltage and be accountable for work performed.
• Plan and direct day-to-day operations related to the implementation of rural plant.
• Supervise the installation of electric service and special metering devices, and initiate requests for power meter tests.
• Direct the installation and maintenance of fuses, reclosures, breakers, repeater switches, and other safety devices.
• Investigate and provide details and sketches of proposed line crossings and direct pole replacement programs.
• May direct and be responsible for routine maintenance and minor repairs of stations within the area jurisdiction.
• May operate shops, garages, or other repair depots for equipment repair and maintenance.
• Supervise Operations Centre office operations, ensuring staff follow appropriate accounting and clerical processes for billing, collections, stores, and equipment accounting.
• Prepare or supervise the preparation of reports and correspondence related to Zone operations.
• Participate in the planning of Zone capital expenditures.
• Manage assigned work processes, monitor, evaluate, and recommend changes for efficient and effective completion of work.
• Contribute to and review information and estimates for negotiating/bidding on distribution work.
• Provide advice and recommendations on capabilities, price, service levels, and other deliverables for Service Level Agreements or Contracts.
• Assist in discussions, problem-solving, and issue resolution with customers regarding negotiations, implementation, and ongoing work performance of Service Level Agreements or Contracts.
• Address consumer service requirements, provide advice on electrical problems, interpret wiring codes, and identify hazards.
• Advise new customers on new construction, rates, application procedures, and costs.
• Deal with customer complaints and initiate remedial action.
• Plan local interruptions for maintenance and advise affected customers.
• Assist in the transfer of customers' supply and services to municipalities.
• Arrange for exhibits, speakers, and films for public meetings and participate in local public meetings to promote or defend Corporate policy.
• Foster good public relations.
• Participate in cross-functional teams to implement customer products and programs.
• Liaise with technical specialists for data exchange and consultation.
• Develop and implement work plans to deliver policies and products to address customer expectations and improve customer knowledge of new obligations and processes.
• Provide advice and deliver communications products to external groups.
• Perform miscellaneous duties and tasks, such as processing joint use agreements or undertaking special studies.
• Manage the unit and achieve approved programs and targeted results.
• Maintain a capable team of subordinates.
• Ensure subordinates are able and willing to produce desired output and continuously improve processes.
• Assess staff capability for current and future work.
• Conduct personal effectiveness reviews of subordinates to build relationships and improve effectiveness.
• Mentor and counsel subordinates-once-removed.
• Set the appropriate context for subordinates, including corporate strategies, policies, accountabilities, tasks, budget, and performance targets.
• Set an effective framework of policies and procedures for the unit's work.
• Ensure compliance with all legal and regulatory requirements, corporate policies, and procedures.
• Establish a two-way working relationship with subordinates to solicit their views and identify continuous improvement opportunities.

Benefits

• Extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability.
• Compensation based on pay-for-performance philosophy for management roles.
• Annual adjustments and incentive payments depend on individual and company performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed